NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Nice inContact Review
What do you like best about the product?
I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions.
What do you dislike about the product?
Submitting a ticket to support takes too long and generally is pretty unhelpful.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
What problems is the product solving and how is that benefiting you?
They are a call system that allows us to take calls which means we can reach more clients.
Easy to navigate
What do you like best about the product?
It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better.
What do you dislike about the product?
It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost.
What problems is the product solving and how is that benefiting you?
It helps us to record our calls for quality assurance and its a very reliable application with the support given. It also holds so many reports to my organization that helps us do our jobs.
Simple and User-Friendly Software
What do you like best about the product?
I like how easy it is to use the search engine to find any specific call. The filters you can use in the search are pretty well. I like that you can download calls and the tab that offers you specifications of the recordings. I also like you can hear recordings of the same day, which other software sometimes lacks.
What do you dislike about the product?
LiveVox classifies calls very well, which is why I think the search engine works efficiently, but it lacks additional tools that assist quality assurance. Other software offers call transcription, dashboards and report generation.
What problems is the product solving and how is that benefiting you?
LiveVox is mainly providing my company with a call center infrastructure, but for my department (QA) LiveVox is assisting us in finding calls to review. The specifications LiveVox includes such as the time the call was made, how long it was and who made it, are greatly appreciated.
Modern tool to engage and track customers throughout their journey.
What do you like best about the product?
The use of AI and Robotics built into the tool offers actionable insights.
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
What do you dislike about the product?
It doesn't have the capability to track, report and measure abandon calls using the dashboard.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
What problems is the product solving and how is that benefiting you?
Improve the quality of serivice with our customers in a modern way using state of the art technology.
wonderful
What do you like best about the product?
they have managed to put multiple different ways of contacting us into one software. its like a one stop shop for all your needs.
What do you dislike about the product?
there isn't really anything that I dont like about NICE.
What problems is the product solving and how is that benefiting you?
We were able to get rid of all of our physical phones and start using the web which was useful and the call flow goes alot smoother with NICE
Only good things to say
What do you like best about the product?
The best thing about CXOne is its ease of use
What do you dislike about the product?
I can not think of anything negative to say
What problems is the product solving and how is that benefiting you?
keeping us in contact with clients
Great experience
What do you like best about the product?
Our company switched to InContact from a different company and we have seen some night and day differences when it comes to responsiveness and reporting. The supervising portion in particular has been extremely useful for assisting our support agents with calls.
What do you dislike about the product?
We have had a few system issues. InContact's support team works quickly to resolve issues, but it does seem that when something goes wrong it affects a huge portion of our team.
What problems is the product solving and how is that benefiting you?
Like I said previously, I've really enjoyed the supervisor portion. This helps me to assist my customer support agents when they're on a call. I can listen in and give the agent live feedback for difficult calls, or I can outright take over the call when necessary.
NICE CXone
What do you like best about the product?
The robust nature of their Salesforce CRM integration. This allows us to create seamless workflows for a better agent and customer experience.
What do you dislike about the product?
The Studio application is amazing if you have a group of technical administrators. This means that the learning curve for Studio is a bit longer than our other Telecom vendor's admin tools.
What problems is the product solving and how is that benefiting you?
We adopted NICE CXone and Salesforce as a replacement for a process that required seven separate systems to manage. This not only eliminated expensive services, it allowed for a better experience for agents and customers.
Reliable IVR application
What do you like best about the product?
They are very responsive and answer/address issues quickly. I love that the call recordings can be accessed on the cloud or downloaded for audit/review purposes. We've integrated with Salesforce, another area where things worked out well. The application is flexible, works well and is reliable.
What do you dislike about the product?
The out-of-the-box reports can be improved; they don't usually cover all the areas you'd expect. While the documentation seems adequate, it can be improved for less savvy persons.
What problems is the product solving and how is that benefiting you?
The Nice application solves IVR contact center needs for the support organization. They are competitively priced, and we feel we are getting good value for the money.
GOOD
What do you like best about the product?
Its features and its flexibility to make changes on real time basisS
What do you dislike about the product?
The speed of response was very poor and the pricing was not up to the serive provided
What problems is the product solving and how is that benefiting you?
Some of integrations we did with some of our clients software was very helpful
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